Your last post seems to be quite a usefull one for me ..specially the comment for ITIL Compliant..Wasnt knowing about that !

We have already completed the gap analysis between the existing tool (ITIL v2 based) and the new business requirements , have already gone through the new Service now tool we are migrating (V3 based)..in addition to this we have drafted the configuration requirement for the tool (as per our business needs..such as SLAs ,Escalations,Notifications and process specific requirements) into the template which the Service Now Team can understand and quickly configure the tool as per our need..so Instead service now team spending time to understand our requirement they can start with configuration directly..

Since have been given responsibility for ..Consultant (begginer ) ,SME and Requirement gathering team as well for the full facilitation of the New tool, though handling for the firts time..probable to make mistakes but would definately learn !

m quite sure m on the right track..but please correct if i need to fill up any gaps or change my plan ,if you can guide from your diverse and rich experience !

So based on what I can infer from what you posted that the one reason for changing the tool is because the old tool is based on the concepts of ITIL v2 and the new tool is based on the concepts of ITIL v3

ITIL processes did not change from v2 to v3. They were only re-organized into different groups

for example

v2 Service support
incident, problem, change, configuration and release

v3 has change in service transition, inciden in service operations

IT does not matter

I personaly think the company merely is listening to marketing rather than facts_________________John Hardesty
ITSM Manager's Certificate (Red Badge)